We are pleased to provide you answers to some of the most commonly asked questions.
  • What is Lumi?

    Lumi is a mobile app that was designed to help our insured members manage their claims and their health.


    With Lumi, you can:


    • access digital insurance card

    • view your policy benefits and issue certificate

    • check your symptoms

    • have a video consultation with a doctor

    • search for a healthcare provider and book an appointment

    • submit and track your medical claims

    • get virtual assistance


    To start using Lumi app, you need to download it on your mobile from your app store, click on Register and follow the on-screen instructions.

  • Do I need my insurance card number to register on the Lumi app?

    To register, you only need an email address. Once you create the account, you will need to link it to your insurance policy using either your national ID number, insurance card number or Member ID.

  • Can I register on the Lumi app using my national ID?

    It depends on the country where you are insured. Registration can be done using the national ID, insurance card number, or member unique number, depending on the country of your insurance company.

  • I’m not receiving the one-time-password (OTP) when adding my email address. What shall I do?

    1. Make sure you are connected to the internet.
    2. Make sure are using your correct email address. Please note that some company emails are restricted from receiving external emails for privacy reasons. If this is the case, please enter a personal email address.
    3. Check the spam folder in your emails.
    4. Try re-submitting the OTP.
    5. If none of the above steps work, please contact our support team at Lumisupport@nextcarehealth.com

  • I’m not receiving the OTP when adding my mobile number. What should I do?

    1. Make sure you are connected to the internet.
    2. Make sure you have input the correct mobile number.
    3. Try re-submitting the OTP.
    4. Ensure that the contact number is not “opted out” based on the SMS status from the service provider. If it is, try to set another number which is not “opted out”.

    If none of the above steps work, please send an email about it to appsupport@nextcarehealth.com

  • I’m not able to log into the Lumi app. What should I do?

    1. Make sure you are using the correct email address and password that you had registered with.
    2. Make sure you are connected to the internet.
    3. Refer to the error message that is displayed on Lumi app interface explaining the reason why you are unable to log in.
    4. If the above 3 steps do not work, please contact our support team at appsupport@nextcarehealth.com for assistance.

  • I forgot the password of the Lumi app. What should I do?

    You can easily and securely reset your password via the app. On the login screen, click on “Forgot Password” and follow the instructions. Please note that if you enter an incorrect OTP code while resetting your password, you will get a message saying “You are not authorized to change the password”. So please try again and ensure you enter the correct OTP received.

  • Can I log into the Lumi app without internet?

    No, you need to be connected to the internet in order to verify your credentials and log in.

  • I don’t receive any push notifications or status updates. What should I do?

    1. Make sure you are connected to the internet.
    2. From your mobile device settings, make sure push notifications are turned on for Lumi app.

  • Symptom Checker: How can I use this service?

    Our Symptom Checker is available on the Lumi app. It gives you a preliminary evaluation of your symptoms after completing a few questions about your medical condition. This feature is accessible to some users, depending on their insurance policy benefits.

  • What is a “telehealth”?

    Telehealth is a consultation service connecting patients with specialized doctors via video. The service is operated by Health at Hand, a UAE duly licensed telehealth provider.

    Nextcare provides this service via Telehealth on the Lumi app. This feature is accessible to some users, depending on their insurance policy benefits.

  • When can I use the telehealth service?

    A telehealth doctor can give you medical advice and recommend treatments for non-emergency medical conditions, such as cough, cold, sore throat, headache, eye infection, urinary infection, diarrhea, earache, sinus congestion, indigestion, rashes, etc.
    The service is available to all insured members on the Lumi app via Telehealth from Sunday to Friday: 7am – 11pm and Saturday from 9am to 6pm (GST).

  • Can I obtain a prescription after a telehealth service?

    Within the UAE, the telehealth doctor will determine the prescription you require. Right after a teleconsultation, you will receive your medical report on the Lumi app. You will be able to access the details of the prescription and an e-Prescription Number (e-RX). Pharmacies within your network will be able to retrieve it.

    Please note that prescription acceptance outside the UAE is subject to local regulations. Your policy’s terms and conditions apply to the prescriptions received and will only be covered if they are included in your benefits.

    If your policy requires that you have a consultation via a dedicated phone line, you will receive the report via SMS as a link that is password protected.

  • Guided Care: What does it mean for Nextcare insured members?

    If the policy includes the Guided Care service, the member will need to first have a consultation with a primary care physician via the Telehealth service on the Lumi mobile app or via a dedicated phone line. There is no co-pay for these consultations, and they are available 7 days a week. The doctor will, if required, issue a referral to a specialist.

    If the insured member forgets to contact the primary care physician before visiting the hospital/clinic, they will be asked by the hospital/clinic to complete the video consultation and obtain a referral before proceeding with a physical consultation.

    In case of a life-threatening emergency, insured members may proceed directly to the Emergency Department. There is no need to see a primary care physician or obtain a referral.

  • What can the virtual assistant do for me?

    Zoe can help you find your covered medical providers and facilities near you, connect you with a licensed doctor on the mobile app, follow up on submitted reimbursement claims and transfer to our agents, when required.